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    Service Desk Analyst - Plano, United States - Diverse Lynx

    Diverse Lynx
    Diverse Lynx Plano, United States

    3 weeks ago

    Default job background
    Description
    • Be responsible for primary user support and customer service
      • Respond to queries from all calls, portal, emails, chats from the client
      • Become familiar with each client and their respective applications/ processes
      • Learn fundamental operations of commonly-used software, hardware and other equipment
      • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
      • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
      • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
    • Regular MIS & resolution log management on queries raised
      • Record events and problems and their resolution in logs
      • Follow-up and update customer status and information
      • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
      • Identify and suggest improvements on processes, procedures etc.
    Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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